Community Library Customer Experience Manager

3 days ago

Sydney, New South Wales, Australia beBeeCustomer Full time $111,867 - $122,577

Job Overview

Lead Customer Service Delivery Across Our Library Network

We are seeking a highly skilled and experienced Coordinator to lead the delivery of exceptional customer service across our library network.

This is a challenging role that requires strong leadership skills, excellent communication abilities, and a passion for delivering high-quality services to internal and external customers.

Key Responsibilities
  • Support and develop trained, responsive, and engaged staff to deliver quality services to customers.
  • Draft and contribute to policy development, planning, and delivering strategic plans that meet the evolving needs of our community.
  • Develop and implement innovative customer service programs that enhance customer experience and satisfaction.

The ideal candidate will have a degree or post-graduate level qualification in library and information studies, with experience in supervisory positions within public libraries and leading staff teams.

They will also possess excellent communication and interpersonal skills, with the ability to activate branch libraries with innovative and community-inclusive programming.

Experience resolving customer issues, providing quality customer services, and implementing changes in library services and systems is essential.

We are looking for a talented professional who can think strategically, work collaboratively, and drive results-oriented initiatives that improve customer satisfaction and loyalty.

The successful candidate will be passionate about delivering exceptional customer experiences, building strong relationships with customers and stakeholders, and contributing to the growth and development of our library network.

About You

To be successful in this role, you will need:

  • A degree or post-graduate level library and information studies qualification, conferring eligibility for associate membership of the Australian Library and Information Association (ALIA).
  • Current Class C Driver's Licence.
  • Experience in a range of roles, including supervisory positions within public libraries, with experience leading staff teams.
  • Demonstrated ability to activate branch libraries with innovative and community-inclusive programming.
  • Experience resolving customer issues and providing quality customer services.
  • Experience implementing innovative library-based information technology systems.
  • Experience devising and implementing innovative customer service programs.
  • Experience developing and implementing library policies and plans.
  • Experience identifying and evaluating training needs of staff and developing and implementing training programs for staff.
  • Experience implementing changes in library services and systems.

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